Customer Support Specialist - IT

Hampton-Newport News Community Services Board•Hampton, VA

About The Position

Hampton-Newport News Community Services Board (H-NNCSB) is seeking a customer-focused, detail-oriented Customer Support Specialist to join its Information Technology (IT) team. The role provides Tier 1 IT Help Desk and technical support, assists employees with hardware and software issues, and helps keep technology systems running smoothly. It supports daily IT operations by responding to service requests, resolving technical challenges, and ensuring employees can access the technology and resources they need. The position is in a fast-paced, team-oriented environment where communication, problem-solving, and customer service are essential. The selected candidate must successfully pass a criminal history fingerprint background investigation, DMV record check, Child Registry search, drug screening test, and employment reference checks.

Requirements

Associate's degree in Information Technology with one year of technology support and training experience, or three years of technology support and training experience.
Strong customer service skills.
Proficiency in Microsoft Office.
Familiarity with various software and hardware.

Responsibilities

Provide IT Help Desk and technical support for hardware, software, and service desk requests via phone, email, and remote assistance.
Troubleshoot and resolve common technical issues, escalating complex problems as needed.
Log, prioritize, track, and resolve service requests using the ServicePro Ticket Management System.
Manage user accounts, system access, and security through Microsoft Active Directory and Exchange.
Process employee access badges, terminations, and printer/copier service requests.
Maintain accurate technical documentation, service records, and equipment inventory.
Assist employees with service interruptions, system access issues, and technology-related questions.
Communicate technical information clearly and professionally to employees with varying levels of technical knowledge.
Provide occasional on-site technical support as needed.